BMC Helix ITSM: Service Desk 23.3

BMC Helix ITSM: Service Desk uses automated, ITIL-compliant incident management and problem management processes and provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. These processes help IT organizations respond quickly and efficiently when critical services are disrupted.

Release notes and notices Updated 27 Dec 2024

Learn what’s new or changed for BMC Helix ITSM: Service Desk 23.3, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this space, place a watch on this page.

Related topics

Known-and-corrected-issues

Support-information

Release notes and notices

Date	Summary	Reference
December 3, 2024	Patch 4 for version 23.3 is available for on-premises customers.	Not applicable
November 25, 2024	Issues that were corrected by 23.3 patch 4 and issues that remain open Updates available in 23.3 patch 4: Search for multiple CIs with a comma-separated list Optimize ticket analysis by viewing all pinned knowledge articles together in tickets Pin knowledge articles, copy a response, and send an email from the Ask HelixGPT tab Optimize cost while leveraging the Ask HelixGPT capability by disabling initial resolution summary Relate existing outages or create related outages for the associated CIs directly from an incident	23-3-enhancements-and-patches
October 1, 2024¹	Patch 3 for version 23.3 is available for on-premises customers.	Not applicable
August 15, 2024	Multiple issues corrected	Not applicable
May 29, 2024	Issues that were corrected by 23.3 patch 2 and issues that remain open Updates available in 23.3 patch 2: (Controlled availability customers only) Leverage BMC HelixGPT generative AI to get real-time, summarized information for resolving incidents faster	23-3-enhancements-and-patches
March 22, 2024	Patch 1 for version 23.3 is available for on-premises customers.	Not applicable
March 8, 2024	Issues that were corrected by 23.3 patch 1 and issues that remain open Updates available in 23.3 patch 1: Add BMC Helix bot by default to the Microsoft Teams chat Viewing the Audit log information for any tickets is generally available to all customers	23-3-enhancements-and-patches
December 8, 2023	Enhancements available in 23.3: (Controlled availability customers only) Viewing the Audit log information for any tickets	23-3-enhancements-and-patches

_{¹The BMC Helix Service Management 23.3.03 on-premises release, which was generally available on October 1, has now transitioned to a controlled availability release.}

Getting started

Managing incident requests

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents.

Managing problem investigations and known errors

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage problems and known errors.

Broadcasting messages to users

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to broadcast messages to users.

Using reports and flashboards As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems. See more	Planning As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Desk implementation. See more	Setting up and going live As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application. See more
Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Developing As a developer, develop incident management and problem management integrations. See more	Administering As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records. See more
Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more